Senior Manager - Product Management

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

As a Senior Manager of Product Management at Freshworks, you will lead strategic product initiatives for our suite of customer and employee engagement SaaS solutions. You'll drive product strategy, work closely with cross-functional teams, and deliver exceptional user experiences that solve real business problems. This role requires a blend of business acumen, technical understanding, and customer empathy to create products that delight our global customer base.

Key Responsibilities

• Product Strategy & Vision
  • Develop and communicate a compelling product vision and strategy aligned with company objectives
  • Lead product roadmap planning, execution, and communication across stakeholders
  • Identify market trends, customer needs, and competitive landscape to drive innovation

• Product Development & Execution
  • Translate business requirements into detailed product specifications
  • Collaborate with engineering, design, and QA teams to ensure high-quality implementation
  • Manage product backlog, prioritize features, and define acceptance criteria
  • Drive product development using agile methodologies

• Customer & Market Insights
  • Conduct customer research and gather feedback to validate product decisions
  • Analyze market trends, competitive offerings, and emerging technologies
  • Use data analytics to drive product decisions and measure success
  • Create business cases to support new product initiatives

• Cross-functional Leadership
  • Lead and mentor a team of product managers
  • Partner with sales, marketing, and customer success teams to ensure product-market fit
  • Present product strategies to executive leadership and key stakeholders
  • Influence without direct authority across various departments

• Product Lifecycle Management
  • Manage products from concept through launch, growth, and optimization phases
  • Define success metrics and KPIs for product performance
  • Lead pricing strategy and business model development
  • Drive continuous improvement through customer feedback and analytics

• 12+ years of working in global/cross-functional software teams in a software product company. SaaS experience is preferred as you’d settle right in.

•  Experience in building CX products is a plus

• Being empathetic and having a strong listening ability to understand the other person - may it be a customer or a stakeholder.

• Ability to arrive at intuitive & uncomplicated solutions from concept to scale by leveraging AI.

• Ability to communicate complex concepts/customer problems in a simple way to internal & external stakeholders.

• A track record of making day-to-day data-driven decisions in a fast-evolving environment while keeping an eye on the overall vision.

• Having worked in a mode of structured experimentation - measuring and iterating on problems from time to time to achieve product goals.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.